Dealership:L0105 Lithia Home Office

Lithia & Driveway | Technology Support Specialist II

The Technology Support Specialist II is responsible for providing quality technical support and customer service to all customers of the organization. It will include frequent communication with vendors, internal team members, store users/personnel and external resources. The individual in this position will serve as an escalation point in a service desk / call center environment troubleshooting software/hardware issues, performing break/fix tasks, move-add-change tasks, receiving and processing calls/tickets, managing major incident outages, as well as continual improvement and knowledge creation/transfer.  Customer Services skills, attention to detail and organization skills will be highly valuable at every level of this position. 

Location: (On-site) 9020 SW Washington Square Rd, Tigard, OR 97223

Compensation: (Hourly: $19.23-$29.71 ) $40,000-62,000

Responsibilities

Provide quality Technical Support for workstations, phones, peripherals and technologies as assigned for all Lithia locations following ITIL recommendationsTroubleshoot and process advanced and complex technical, workflow or user challenges via phone, email, or ticketProvide excellent Customer Service to our organization and vendors through timely, courteous and accurate Communications.Monitor self-service portal incidents/requests/escalations submitted by customers and/or open incidents/requests based on customer demandDeliver Major Incident Management including the management, assessment, communication, triage, escalation, and resolution of Major Outages and Degradations following strict standards for communications and timelinessFoster innovation through advanced and out of the box solutions to improve efficiency and promote automationIdentifying repeatable work that can be delivered to a lower tier for more efficient support via documentation and process creationParticipate in the identification, documentation, and resolution of Problem Management ticketsAdhere to established SLA’s/OLA’s and be cognizant of TTR/MTTR guidelines and other reporting metricsAnswer incoming escalated customer calls and provide assistance by phone in a friendly and professional mannerSet-up and install peripherals including but not limited to phones, desktop and laptop PC’s, printers, and monitors both in person and remotelyAssist as required with physical workstation moves (PC’s, monitors, phones, etc.)Assist with training and mentorship of peer and lower tier agentsManage and complete assigned incidents, requests, problems and projects in a timely mannerTravel as required to fulfill onsite support and/or Merger & Acquisition activitiesWork scheduled rotation for on-call and after-hours supportPerform other duties and projects as assigned and/or directed

Skills and Qualifications

The following knowledge, skills and abilities are needed to be successful in this position:

5+ years’ knowledge or work experience in an IT or computer related environmentWorking knowledge of basic hardware such as laptops, desktop computers, printers, etcA team player who is professional and focused on providing exemplary customer serviceAbility to articulate and troubleshoot issues over the phone and in personStrong attention to detail and sense of urgencyExcellent Customer Service skillsExcellent communication skills both written and oralActive Listening – give full attention to the words and body language of others, take time to understand the points being made and ask questions as appropriateCritical Thinking – using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problemsTime Management – ability to prioritize workload and manage one’s own timeAA or BS in Computer Science or a related field preferred4+ years of hands-on experience as a Service Desk, Call Center Specialist, Technology Technician or related field4+ years’ experience providing Customer Service and support via phone or in person4+ years’ experience with Windows OS, Microsoft Office applications, Office 365 Services, with an understanding of MacOS/iOS systemsUnderstanding technical aspects of LAN/WAN networks and VoIPCompTIA A+ or Network+, ITIL Foundation Certification desired

We offer best in class industry benefits:Competitive pay Medical, Dental and Vision PlansPaid Holidays & PTOShort and Long-Term DisabilityPaid Life Insurance401(k) Retirement PlanEmployee Stock Purchase PlanLithia Learning CenterVehicle Purchase DiscountsWellness Programs

High School graduate or equivalent, 18 years or older required. We are a drug free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.